Lead Client Services Ops - Growth

Tensec; Schaumburg (IL); On-site; USD 59,600 - 85,100; Full time

Benefits offered by this job

Annual bonus

Stock options

401(k) match

Medical benefits

Dental benefits

Vision benefits

Job summary

A leading financial services firm is seeking a Lead Client Services Ops to oversee a team of Account Managers dedicated to client satisfaction. The role includes managing performance, resolving client issues, and developing training opportunities. The ideal candidate should have a Bachelor’s Degree, a minimum of 2 years in payroll or call center experience, and familiarity with Microsoft Office. Compensation ranges from $59,600 to $85,100 per year, alongside benefits including medical, dental, and retirement options.

Qualifications

• Minimum 2 years of payroll and/or call center experience.
• 1+ years of supervisory experience preferred.
• Experience handling escalations and at-risk client retention.

Responsibilities

• Oversee team performance and provide ongoing learning opportunities.
• Monitor client interactions and resolve issues proactively.
• Conduct coaching, mentoring, and knowledge development for Account Managers.

Skills

Payroll management

Client retention

Project management

Performance management

Microsoft Office Suite

Education

Bachelor’s Degree

Job description

Job Type: Full-time

Position Overview

The Lead Client Services Ops provides operational initiative, guidance and support to a Client Services Team of Account Managers to achieve outstanding client satisfaction. Duties include monitoring team performance, developing learning opportunities, handling escalated client issues, identifying process improvements, and coordinating workload and client assignments. The Lead supervises 6‑10 Account Managers and collaborates with other Leads to prioritize and coordinate work for maximum impact.

Primary Responsibilities

• Oversee team performance (quantitative and qualitative)
• Provide ongoing learning opportunities to build knowledge
• Work directly with clients on escalated issues
• Identify and facilitate process improvements
• Coordinate work across the team, including workload management and client assignments

Client Services Expectations

• Dependability/Follow‑up: Timely responsiveness & proactive follow‑up
• Problem solve: Troubleshoot using qualitative and quantitative info
• Communication: Provide professional internal/external communication and updates
• Guidance: Provide clients guidance on HR & Payroll best practices, change management, and product fit
• Implement & optimize: Ability to implement ancillary products and optimize primary HCM set up
• Influence: Influence outcomes with decision makers, negotiate contracts, and share industry insight

Team Lead Responsibilities

• Metrics, Reporting and Analysis: Use metrics to identify trends, monitor effectiveness, and support continuous improvement.
• Performance Management: Conduct coaching, mentoring, and knowledge development for Account Managers.
• Client Focus: Monitor client interactions, intervene proactively, and resolve issues at first level escalation.
• Operational Tools & Processes: Lead cross‑team initiatives to improve efficiency and effectiveness.
• Workload Coordination & Assessment: Schedule, monitor, and adjust workload to meet priorities and responsiveness goals.

Requirements

• Bachelor’s Degree
• Minimum 2 years of payroll and/or call center experience
• Experience handling escalations and at‑risk client retention
• Project management experience
• Proficient in Microsoft Outlook, Word, Excel
• Operations experience

Preferred Requirements

• 1+ years of supervisory experience
• HRIS experience
• Experience leading training initiatives
• Experience using reporting and metrics as a key part of the job
• Minimum 3 years in payroll, benefits, and/or HR administration
• Ability to present HR data effectively

Physical Requirements

• Ability to sit for extended periods (7‑8 hours per day)
• Use of computer and phone systems; ability to operate multiple software programs simultaneously

Equal‑Opportunity Statement

Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Paylocity embraces and encourages employees’ differences and actively cultivates these differences through employee resource groups, experiences, and perspectives to drive innovation.

Compensation & Benefits

The pay range for this position is $59,600 – $85,100 / yr; base pay may vary based on knowledge, skills, and experience. The role is eligible for an annual bonus and restricted stock unit grant. Full benefits include medical, dental, vision, life, disability, and 401(k) match, as well as various perks that support employees, families, and finances.